2nd Line Support Engineer - Telecommunications

Hamilton Barnes Associates Limited; England; Hybrid; GBP 33,000 - 35,000; Full time

Job summary

A leading IT services provider is seeking a 2nd Line IT Engineer to provide support across various technologies. The role requires strong knowledge of Windows Server and networking protocols, alongside 3+ years of experience in an MSP or ISP environment. Ideal candidates will thrive in fast-paced settings and possess excellent communication skills. The position is based in the UK with specific on-site requirements.

Benefits

Employee share scheme

Company pension

Annual bonus scheme

25 days annual leave

Private healthcare

Life assurance and income protection

Mental health support

Cycle to work scheme

Discounted gym memberships

Free eye tests

Qualifications

• 3+ years' experience in an MSP or ISP environment.
• Confident, clear communicator with strong client-facing presence.
• Experience supporting Windows, macOS, and RDS environments.

Responsibilities

• Provide 2nd Line support for end-users via phone and remote tools.
• Manage helpdesk tickets and incident resolution.
• Configure and support PCs, servers, and firewalls.

Skills

3+ years' experience in an MSP or ISP environment

Strong knowledge of Windows Server

Active Directory

DNS

DHCP

Group Policies

Familiarity with Microsoft Exchange

Understanding of Microsoft 365 and Azure Sync

Strong grasp of networking protocols (TCP/IP, LAN/WAN)

Confident communicator

Education

Degree or equivalent in a technical or business discipline

Tools

CRM/ERP tools (e.g. Oracle, Salesforce)

Job description

Ready to accelerate your technical career in a fast-moving, client-focused environment?

Backed by one of London’s most ambitious fibre infrastructure initiatives, this team is part of a company delivering full end-to-end connectivity services from design to support at scale. Known for its ultra-fast networks and customer-first mindset, the organisation champions innovation, invests heavily in internal talent, and maintains a strong culture of mentorship and progression. With access to some of the most exciting technology and clients in the industry, the business is helping shape the future of digital infrastructure in the UK. The team is hiring a 2nd Line IT Engineer to support a wide range of clients and technologies across networking, Microsoft ecosystems, and project delivery. This is a hands-on, client-facing role ideal for someone ready to deepen their technical skills while developing commercial awareness.

Looking for a varied role with real impact and growth potential? Apply now!

Responsibilities:

• Provide 2nd Line support for end-users via phone, remote tools, and on-site visits
• Manage helpdesk tickets, incident resolution, and escalation when needed
• Configure and support PCs, servers, and firewalls
• Perform daily system checks, including backup monitoring and reporting
• Document internal processes, maintain client records, and log activities for billing and reporting
• Contribute to the delivery of IT infrastructure projects
• Support internal IT operations as needed
• Participate in the out-of-hours (OOH) rota, if required
• Ensure a high standard of client communication and service delivery
• Assist account managers with technical input on quotes and client requirements

Requirements:

• 3+ years' experience in an MSP or ISP environment
• Strong knowledge of Windows Server, Active Directory, DNS, DHCP, and Group Policies
• Familiarity with Microsoft Exchange and Exchange Online
• Understanding of Microsoft 365 and Azure Sync fundamentals
• Experience supporting Windows, macOS, RDS environments
• Strong grasp of networking protocols (TCP/IP, LAN/WAN, firewall basics)
• Confident, clear communicator with strong client-facing presence
• Comfortable in fast-paced, multi-client technical support environments
• Experience with SME clients and project involvement
• Degree or equivalent in a technical or business discipline
• Experience using CRM/ERP tools (e.g. Oracle, Salesforce)
• Requires on-site presence
• 2 days per week in Chippenham or South Bristol, and 1 day per week at a client site in Salisbury
• A valid driving licence and personal vehicle are required

Benefits:

• Employee share scheme
• Company pension
• Annual bonus scheme
• 25 days annual leave (plus bank holidays), increasing with tenure
• Private healthcare
• Life assurance and income protection
• Mental health support via Spill
• Cycle to work scheme
• Discounted gym memberships
• Free eye tests
• Financial wellbeing support through the Hastee app

Salary:

• £33,000 - £35,000 basic salary per annum